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Complaints


Our complaints procedure


Complaints

Our complaints procedure

We pride ourselves on providing an excellent level of customer service but there may be a time when you might wish to complain about a product or service that you have received from us.

When that happens, we would encourage you to tell us about your complaint so we can put things right for you as soon as possible.

How to make a complaint

You can make a complaint by telephone, by email or by letter, although for your security, we would urge you not to send confidential account information by email.

Call us: +44(0)1933 304777 (our office hours are 8.30am to 5.30pm Monday to Friday).

Email us: bank@weatherbys.co.uk

Write to us: The Head of Customer Service, Weatherbys Bank Limited, Sanders Road, Wellingborough, Northants NN8 4BX.

What happens next?

We aim to respond to your complaint immediately. However if we are not able to achieve this, we will write to you to tell you:-

  • why we have not yet been able to resolve your complaint;
  • who is dealing with the complaint;
  • when we will contact you again.

We will contact you regularly if we are unable to resolve your complaint within one week.

If you are not happy with the outcome of your complaint

If we haven’t been able to resolve your complaint within 8 weeks, or you are not satisfied with our response, you have the right to refer the matter to the Financial Ombudsman within six months of receiving our final response letter.

You can contact the Financial Ombudsman by letter: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Or by telephone: 0800 023 4567 or 0300 123 9123.

Or further information can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk